JSM News & Discussions
Created Oct 5, 2021, Last active Aug 9, 2025
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Hi, New here and configuring our Jira Cloud Service desk and Jira Software. I have two questions/discussion points I am interested to hear what people have done. 1) One organisation but different d...
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We have a requirement like there is one Service Request and other Sub-tasks attached to it to be completed by different teams - the SR is there to hold the tasks. Once all the subsequent tasks are cl...
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Hi Team we have requirement like say there is some major outage and we have one Priority 1 incident - we can link various other incidents to it - now we want to flow any updates done to Master Incid...
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Hi Does anyone know how to export XRay tests with their steps to csv or Excel formats? Thank you Thilan
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Dear I need to know what is the difference in costs, and how can I validate that a payment makes mention to certain users: Jira Service Desk (Cloud) What profile should these users have in ord...
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Hi, I have Jira service desk and Trello. Now, I know I can link a service desk issue from a trello card. What I am trying to establish is, whether you can create a trello card from an...
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Hello. The fastest way for our service desk is to lookup a users by his phone number, since we get most of our incidents by phone and we have the phone number on screen. How can the agent s...
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We have synced our Azure AD identity’s (Atlassasin Access) and I can see them as “Managed Account” and enabled SSO. Of these about 20 will be “agents” that we get a license for and the rest should b...
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Hi Agents can see this option on Help Center while creating new issues while it is missing for Customers. I need to enable this for our customers - please suggest the needful. Regards Jyoti &nbs...
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I can see only one Template and not seeing any option to add more.
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We are planning to implement Datacenter approach for Jira ServiceDesk and thinking about infra & architecture for it considering we already have a JIRA Software Data center running in house. Sh...
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I'm trying to PoC the JSD to confluence cloud space as KB feature. As I am authoring in confluence and testing in JSD customer portal as a customer user I'm finding various functions do not wo...
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Hi I probably haven't seen something stupid but I don't find :( I just want to send an email when a new ticket is created. In my case, tickets are created via email source, in response I want to se...
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Wiki space home page shows "something's gone wrong", it shows Error details below. Anyone know how to solve this case? It lasts for several months.
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We currently have issues in Jira under one organization. Once an issue is in progress it will need to be added to ServiceDesk for resolution by a different organization. Can the two workflows integra...
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I am on another helpdesk provider and am looking to transfer to Jira Service desk cloud based. Can anyone tell me the best way to migrate helpdesks over to Jira?
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Hey, I am currently evaluating Jira Service Desk and encountered 3 big problems that will be some kind of a showstopper. 1. We have our JIRA only accesible in our company-network, therefore...
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I need to create custom fields for our customers to be able to give us the information that we need to help them. When I try to add fields, only templated ones are available (although I can update th...
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Hello, I'm looking for some guidance on Jira Service Desk where we currently have support queues set-up in our ITSM tool by location and or software specialty. Can you provide some guidance on ...
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I have a task with person A as reporter and I have no problem using the @ in front of the person name in a comment which I want to send to that person. However if I also want to send to p...
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When a user emails an issue in via the email channel they get an initial email, but when an agent creates an issue on behalf of a user, and sets the 'reporter' to the users email address (after creat...
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...o my surprise, I cannot define versions for each component. The versions are per project! Am I missing something? How can I properly setup that? I also would like to have tickets to be public to e...
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Hi, i have a question/suggestion for the story points segregation. In my project we are facing same confusion and problem every time during the sprints. The problem is that it's hard to...
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Here is a scenario. Normal request received in JSD. Create a new linked issue (causes by) to a Jira s/w project (we have a Jira cloud s/w) for the dev team. The dev team is supposed to be reading/...
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We have existing customer records from a different project and is testing Service Desk. How can we preload their records into the Customers list without them starting all over again? i.e. Without wa...
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